• Report: #1118418

Complaint Review: Best Buy

  • Submitted: Sat, January 25, 2014
  • Updated: Sat, January 25, 2014

  • Reported By: Carol — Bowling Green Kentucky
Best Buy
1875 Campbell Lane Bowling Green, Kentucky USA

Best Buy Store #440, Bowling Green, Kentucky Store Manager Worst Customer Service EVER Bowling Green Kentucky

*Author of original report: My aren't you the lucky one...

*Consumer Comment: Don't Burn Breakfast

*Consumer Comment: Really?

*Author of original report: Jerks are every where....

*General Comment: Whine

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Well one of the greatest love affairs of all times has ended. Yes you heard right, my boyfriend Jason has broken up with Best Buy. I never thought I’d see it in my lifetime. He has lived and breathed his love for Best Buy for years. In fact when we travel, he makes it a point to visit Best Buy just to “check out” the stores. Various packages have shown up at my house unexpectedly quite often with Best Buy items inside. Jason has done his Black Friday shopping, Christmas shopping, birthday shopping, and in the middle of the night can’t sleep shopping all at Best Buy for as long as I’ve known him.

This isn’t just a minor spat, sleep on the couch kind of breakup. It’s a he cut up his cards, called and canceled his account, and unsubscribed to his Best Buy email kind of breakup. What might have happened to cause this love affair to end?

Shortly before Christmas he was in the market for new BluRay players for our household. He researched for days and religiously scanned Best Buy for well, the “best buy” on players. On December 21st he purchased two, LG 3-D Wifi, model BP335W blu-ray players. They arrived at our home around December 28th. We were out of town for the holidays. He also purchased a home theatre system around the same time (not from Best Buy). It was all part of his entertainment package “plan”.

Once all the components arrived he installed the theatre system and hooked up one of the blu-ray players. It worked perfectly for the “Star Wars Collection” that he and our son watched. HOWEVER, the next day we wanted to watch Netflix. Blu-ray wouldn’t connect to Netflix. He kept getting a TVP-805 error.  He researched the error and discovered other people had the same problem with the player. Numerous forums including Best Buys and LG’s own forums have customers who are receiving the TVP-805 Cannot Connect to Netflix Error. It is NOT a Netflix error; it’s a blu-ray problem. LG Support advised customers to return the blu-rays to the dealer for a refund.

Jason has NEVER had issues with returns for Best Buy so went to Bestbuy.com and purchased TWO new blu-ray players that COST $40 more ($20 per player more) to be picked up in store. He thought no big deal. He would just return the LG’s to Best Buy the same day he picked up the new Panasonic players. WRONG.

Jason is General Manager for retail store which is located a few blocks from Best Buy #440 in Bowling Green, KY.  Yesterday, (1/24/14) he went to the Best Buy store to do the return. This is where the problem started. “Customer Service” advised him of a 15 day return policy. He tried to explain that he had JUST hooked up the product. He asked if he could talk to a manager.

He encountered an EXTREMELY rude person who identified himself as the store manager. From the minute he walked up, he was smug and rude. Jason introduced himself and extended his hand to shake. I will also state he was wearing his establishment’s logo on his shirt and wearing his manager name tag. Instead Mr. Manager rudely asked him “what he could do for him”. The manager refused to hear the situation, only repeating the “15 day return policy”.  Jason again tried to explain that he realized that but given the holidays and that he had just hooked up the player a few days ago that he was asking for assistance. Manager loudly comments, “That might be how you do things at (your retail store) but that is NOT how we do things at Best Buy!” This was an extremely poor customer service attitude and even poorer treatment for a fellow business manager.

At this point Jason left the store and contacted Best Buy’s 888-Best Buy number and was told that the store manager was correct and Best Buy wouldn’t refund the money. So Jason hung up and called back to ask for a supervisor to report his rude treatment and dissatisfaction. The young lady claimed to be transferring him to a supervisor and transferred the call.

THIS time he got a nice gentleman who wasn’t a supervisor but offered to help him. Jason explained the problems and the runaround he had received and that basically he was calling to issue a complaint and cancel his account as he had already cut up his card. Nice Gentleman placed him on hold and started the process. When he came back to the phone, he explained everything that he had done. Turns out “Nice Gentleman” was in fact an engineer for Best Buy and the call was blindly transferred to him (good luck for Jason). Nice Gentleman explained that HE as an employee of Best Buy had gotten a terrible runaround himself but then contacted some office and was able to get Jason a FULL REFUND of the LG players, and emailed him a return label to send the product back to Best Buy.

Best Buy lost not only the $255 for the FOUR blu-ray players that were purchased but our family has closed a long standing account with Best Buy and Jason cut up his Best Buy cards AND unsubscribed from the DAILY emails. Jason also called and canceled his “Geek Squad” protection on several items that we own. We would rather pay for a replacement than EVER deal with Best Buy again.

You can thank the STORE MANAGER at Bowling Green, KY Best Buy #440 for the MOST part of his actions. Not only that but we will tell all our friends and family how poorly he was treated at Best Buy with the exception of “Nice Gentleman”, who was an ENGINEER...not a manager…not a supervisor. But he showed OUTSTANDING customer service. At that point it was too late to save the love affair but at least Jason received a refund.

And for the final chapter, last night he purchased TWO more blu-ray players from Best Buys competitor!!!


This report was posted on Ripoff Report on 01/25/2014 12:56 PM and is a permanent record located here: http://www.ripoffreport.com/r/Best-Buy/Bowling-Green-Kentucky-42104/Best-Buy-Store-440-Bowling-Green-Kentucky-Store-Manager-Worst-Customer-Service-EVER-Bo-1118418. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

My aren't you the lucky one...

AUTHOR: wowdiva3 - ()

I'm very happy for you that you have never been wronged by ANY business even though you were in the right. I guess everyone is missing the point that we went to LG first and went through the troubleshooting attempts and then were advised by LG, the manufacturer to take back to the dealer for a refund because the machines don't work with Netflix or Hulu. One of the players had never been opened and that was very evident.

I'm over it and you should be too. We received our refund, which is what should have happened to begin with. NOTICE: Best Buy has a 30 day return policy for their Best Buy Elite members, but manager failed to even ask or care about that. Oh well. Live and learn and take to social media to let others know how we were treated,

IF you have a great experience with Best Buy, then by all means share that with the world. I also wrote a letter of kudos for "nice gentleman". I still think its a sad world that we live in that customer service is so undervalued by businesses and that the consumer are supposed to be okay with it and made out to be the bad guy in the deal. Oh well. I know let's blame the president, everything else seems to be his fault.


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#2 Consumer Comment

Don't Burn Breakfast

AUTHOR: coast - ()

Thanks for the long-winded report.

You should have written a positive report about how Best Buy granted an exception to their policy by agreeing to the refund request, but instead you chose to post a negative report. There will always be customers that just can’t be satisfied.

“At that point it was too late to save the love affair but at least Jason received a refund.”

A love affair that split after one disagreement had no chance of being a long-term relationship. Maybe he will end his relationship with you following the first time you overcook his bacon.

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#3 Consumer Comment


AUTHOR: Robert - ()

First off...your report looks like you are some aspiring writer who is working on some assignment as it has more fluff than a cotton candy machine(oh and you can use this line if you see fit).  Now, even with this fluff I am not going to say that Best Buy was right.  But guess what I am not going to say that Best Buy was wrong either.  Why?  Because we are only getting a one-sided "fluffy" version of the events by someone who may not have even been there.

But digging through the fluff we do see some interesting things that don't look so good for your boyfriend.

First of all if he is in fact such a long time customer, then there is no excuse that he didn't know about the return policy.  Isn't it funny how this policy never was a problem before.  Perhaps it is because your boyfriend only has a problem with it when it no longer is to his advantage.

You also make your boyfriend out to be some electronics wizard.  After all he "researched" the error code.  Funny how if he researched that error code a bit deeper he would have seen that the top recomendation was not to return it..but to upgrade the firmware.

Next, and this actually is a very big point why your boyfriend was probably a bit of a "jerk".  When he went to Best Buy he not only was in his stores shirt, he was wearing his General Manager name tag.  Now, perhaps we can give him the benefit of the doubt that he was just coming to/from work and didn't want to go home and change.  But the ONLY reason he would be wearing his name tag and not putting it in his car or even in his pocket is for one reason and one reason only..intimidation.  He was going to try and "intimidate" the BB employees because of HIS position.  Unfortunatly it appeared to have back fired on him.  The manager probably saw right through him, after all as a General Manager one is supposed to be well aware of return policies. 

Oh and if you say that your boyfriend would have returned it.  Well you can come off and try to claim that your boyfriend goes above and beyond to satisfy every customer and that the "customer is always right".  But if you claim that it just proves that you are full of even more fluff than I give you credit for.  Why?  Because there are customers that no matter what you do they are never satisfied.  There are customers that make requests so outside of policy that there is no way you can allow it, and these customers are ones that will often throw out the "I am long time customer and you must do this for me because I said so".  Oh and how do I know this...I worked in retail for a couple of decades and know how customers can be.  Now of course you are going to say "well his request wasn't that outside of policy and the manager should have made an exception".  So where does it stop?  You say you were out of town for the holidays..how do they know that.  It was received on the 28th of December.  How do they know that he used it for close to a month?  The fact is that they don't.

So if you are still going to claim that your boyfriend does what ever the cusotmer wants..please tell us his store.  As I bet once it gets out on the Internet you will have a lot of customers who will want to take advantage(umm I mean shop) at his store.

But when we get to YOUR exagerations...perhaps the biggest one is this statement.

Best Buy lost not only the $255 for the FOUR blu-ray players that were purchased but our family has closed a long standing account with Best Buy

- NO.  If anything they "lost" the sale of TWO blu-ray players.  Remember this whole thing started when he wanted to RETURN two of them.


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#4 Author of original report

Jerks are every where....

AUTHOR: wowdiva3 - ()

Well smart a*s actually you are wrong on a number of points. My man was NOT rude. He remained professional at all times. His company does NOT have any kind of policy about him shopping at other locations and he did NOT call back to Best Buy the 2nd time "raising hell" demanding a refund. He merely called to complain on a rude employee. You make way too many ASSumptions. 

Further more, ANY manager no matter the business model has the authority to go above and beyond customer service. I've been a manager for many years for both an airline and a travel booking website as well as other establishments. The problem with society obviously is larger than I realized when establishments have employees with the mentality of yourself and the #440 manager. If I had to guess, I'd say that you work for Best Buy, perhaps even the manager that has received the complaints.

Why not take a look at the reviews for that particular location and actually read them? The MAJORITY of over 200 complaints about that location refers to poor customer service and rude employees. 

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#5 General Comment


AUTHOR: Tyg - ()

 Isnt it amazing that you whined and cried and got your way. Im 100% sure that your man DID NOT act lke a professional. Even if he is a retail manager he KNOWS that there are times when you CANT do what the customer wants. Best Buy has a 15 day return window. If you are past that, no amount of begging the manager for them to do YOU a FAVOR is going to change their mind. How exactly would you expect someone to remain professional whne YOU are pushing buttons. So YOU guys start the situation, then whine and cry like little babies to get you way.

Its NOT Best Buys fault that YOU did not return the product in the time frame allowed. Even if there was an issue, you should have hooked it up IMMEDIATLY and made sure it worked. If your man was as much of a Best Buy fan as you claim then even he knew that there was a 15 day return window and you both went into the store KNOWING you were beyond the time frame to return the item. So not ONLY did you KNOW this information, but you were going to use ANY means to get you way. This is why I call BS on your post. YOU descided to make a scene and get your way. You are spoiled little brats and I ceertainly hope that your man gets whats comming to him. Because If I were that manager, I would be informing HIS company of how HE breaks their own internal policies. Its called tit for tat.

So in closing I find your post to be nothing but the usual American Consumer BS. You KNEW you only had 15 days from being a longtime customer. You KNEW that when you went to the store. When you did not get your way you made a scene. And when that didnt work, you cry you way up the food chain. Im also betting the only "Rude" the manager did was just to not give you your way. Given that is the usual responses of children. Whine and cry and LIE to get what you want.

You BOTH are prime examples of the general stupidity of the consumer and one day you will have to answer for it. Best Buy doesnt need customers like you. Youre SCAMMERS!!! And you KNEW you were going to scam and get your way. They probably told you to take it up with the manufacturer but youre too lazy and stupid to do so. You both deserve each other as scammers like you need to stick together.

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